Customer Service Representative

Job Title: Customer Service Representative

Location: WM USA - 37 Upton Drive

Location Type: Hybrid

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When you join Watson‑Marlow Fluid Technology Solutions, a part of the Spirax Group, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. Visit our website to learn more.

• Serve as the primary point of contact for customers, addressing inquiries, resolving concerns, and delivering superior service.
• Proactively communicate with our customers on a wide array of needs, including changes to product lead times, inventory availability, or other order‑related updates.
• Directly enter customer orders into the ERP system (Microsoft AX/Dynamics), ensuring all data is accurate, complete, and up‑to‑date.
• Process credit card payments and support financial operations for efficient customer account setup and issue resolution.
• Collaborate and liaise with internal teams to ensure the customer’s needs are prioritized and followed up on.
• Monitor and maintain delivery timelines to ensure alignment with customer expectations.
• Provide timely and accurate order status updates, including shipment tracking information, as requested by customers.
• Assist in the preparation and follow‑up of customer quotations, ensuring accuracy and alignment with customer requirements and follow‑up with customers and/or Sales on quoted product with intent to order.
• Proactively identify and resolve order discrepancies, working closely with the warehouse and operations teams.
• Maintain and update sales agreements, pricing, and customer information in the ERP system and relevant databases.
• Participate in continuous improvement initiatives to streamline processes and enhance customer satisfaction.
• Provide support for online customer interactions, including Web Chat/Teams, ensuring a consistent and professional experience.
• Attend team meetings, training sessions, and workshops to enhance professional knowledge and contribute to organizational success.
• Ensure customer records, including contacts, addresses, and account information, are accurate and up to date in the CRM/ERP system.
• Support data cleanup initiatives to enhance data integrity and prepare for future integration and system improvement projects.
• Perform other duties as assigned or directed by the manager.

• Minimum of 2+ years in B2B customer service, inside sales, or a related field.
• Exceptional oral and written communication skills to effectively interact with internal and external stakeholders.
• Willingness to build relationships with customers, including speaking over the phone and/or in‑person as needed.
• A proactive and solution‑oriented mindset with strong analytical skills to resolve issues efficiently.
• High level of accuracy and organizational skills to ensure error‑free order entry and customer data management.
• Proficiency in Windows applications and Microsoft Office programs (Word, Excel, Outlook, Teams) and experience in CRM/ERP systems, preferably Microsoft AX/Dynamics.
• Professionalism and a proven track record of building and maintaining strong customer relationships.
• Strong ability to prioritize tasks and manage multiple responsibilities in a fast‑paced environment.
• Familiarity with standard operating procedures and commitment to upholding them.
• Energetic personality with strong communication and interpersonal abilities to collaborate across teams internally and externally.
• Attention to detail and a proactive problem‑solving approach.

• Mobility:
  Must be able to sit at a desk for extended periods, and occasionally lift or carry office supplies and equipment up to 10 pounds.
• Vision and Hearing:
  Ability to use a computer and read documents. Effective communication skills to interact with colleagues and clients.
• Work Environment:
  Typical office setting with moderate noise levels and standard office equipment.
• Reasonable accommodations will be provided to enable individuals with disabilities to perform essential job functions.

This position offers a salary range of…